Major Call Center Solution Features That Improves Customer Satisfaction 2x Times

By Author: Elisiontec
Total Articles: 64
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Customer care centers have been using call center solutions to excel in their customer service game. As time progresses, customer demands also increase. The call center software providers keep on adding new features and functionalities in this software for call centers and customer care centers to help them deliver improved customer experience.

In different call center solutions, you can find different features or modules. That is why it is necessary to take a look at the major features of the contact center software that you are interested in purchasing.
To stay on the top of your customer care game, here are the top features that you must have in your call center solution to double fold your client satisfaction and CSAT (Customer Satisfaction) rate.

1. AI voice analysis

AI call center solutions and AI voice analysis for call centers are gaining a lot of popularity due to their amazing utilities in customer care centers. This tool lets supervisors gauge the sentiments of customers and see an emotional graph of customers and agents for each call. All calls get inspected for quality by an AI voice ...
... analysis tool for call center solutions.

2. Automatic call distribution (ACD) rules

These features have been in call center solutions, but with time the call center software providers augment their functionality. Automatic call distribution rules can be more than one, which uses different call routing strategies to route an incoming customer call to one of the most suitable agents. Some of the most useful ACD rules are listed below:

Sticky agent
Skill based call routing
Most idle agent call routing
Round robin
Least talk time call routing

3. Soundboard Avatars

Some customers prefer to have a conversation with a native speaker. The customer care centers don’t need to hire local agents. They can use the Soundboard Avatar feature. This feature can be used as click and play to play some voice messages depending on the conversation. This helps in building better customer engagement.

4. CRM integration

Call center solutions usually have some fields or forms that can help in saving customer information to use during the call to provide more personalized customer services. To deliver better customer service to double fold customer satisfaction, it is necessary to integrate a full fledged CRM with call center CRM integration. It helps in providing more details about a client on the call to deliver more personalized responses.

5. Self serving options

From voice broadcasting to dynamic IVR features can be used to let customers self serve themselves. This helps in letting customers take quick actions without waiting in the call queues. This helps in creating customer experience and satisfaction.

6. Reports

The call center solution also provides different reports, which reflect major KPIs. This helps customer care centers to gauge KPIs to identify improvement areas and improve customer satisfaction.

These are the top and must have features in a call center solution to deliver a better customer experience and improve client satisfaction 2x times.

For more information visit https://www.elisiontec.com/contact-center-solution/